Escalation Handling

If a campaign issue arises, our team follows a structured escalation process to ensure it’s addressed promptly, thoroughly, and transparently. 

Here’s what you can expect:

• Initial Triage: A Support Specialist will review the issue, gather key details, and begin troubleshooting. If you have a named contact (e.g., Content Syndication Manager, Engagement Manager, Digital Media Manager, Strategist), they will be engaged to ensure full visibility and alignment.

• Internal Escalation: If the issue requires deeper technical review, we’ll escalate it to our internal teams. This includes triaging with the appropriate product, data, or engineering team as needed.

• Chain of Command: We prioritize accountability. If resolution requires additional oversight, we escalate within our own organization—from support leadership to senior management—ensuring the right people are involved at every level.

• Communication & Updates: Throughout the process, we’ll keep you informed with timely updates via our ticketing system. Once the issue is resolved, we'll provide resolution details. For any Severity 1 issue, we’ll work with our Product & Engineering teams to share a clear summary of what happened, how it was fixed, and any preventive steps we’re taking.

• Tracking & Follow-Through: All escalations are tracked through our internal systems to ensure nothing is missed.

Your satisfaction and campaign performance are our top priorities, and we’re committed to resolving issues swiftly while keeping you in the loop.